When you have the Leads module enabled, it functions like an email inbox and you can have it create tickets when people email you. If you do not want it to add unknown Organizations automatically when they email you, there are a couple of settings for this.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Email Your Custom Inbox

If you have set up a custom inbox, you can define when you want it to create tickets when people email that address.

1. Navigate to Admin > Emails/SMS - Mailboxes (inbound email).
2. By the desired mailbox, click Edit.
3. Click the Automatically Create Tickets from emails to this mailbox dropdown and select the desired outcome.
   1. Never: All incoming emails will appear in Leads with a status of New. No Ticket or Organization will be created.
   2. Always: All incoming emails will be converted to a ticket, and if Syncro does not find the Organization, it will add them. The lead will have a status of "Won."
   3. Only for existing Customers: This is the setting to choose if you do not want to add new Organizations. When someone emails you, if the Organization exists in your system, Syncro will convert it to a ticket, and the lead will have a status of "Won." Otherwise it will appear in Leads with a status of New.
4. Click Update Mailbox.

Directly Email the Default Address or Fill Out the Check-in Form

All sites come with a default email of yourdomain@syncroemail.com, where "yourdomain" is the prefix of your site URL that appears before "syncromsp.com." There is also a check-in form (found in Admin > Website Integrations) that, when filled out, sends an email to that address. Both get sent to the Leads module.

In Admin > Tickets - Preferences, when you have the “Create Tickets from Leads (if valid)” box checked, before creating the ticket from the lead, Syncro will create a new Organization if it can't find an existing one. This is because all tickets must be attached to Organizations.

If you do not want to automatically create new Organizations, you can do one of two things.

1. Uncheck the “Create Tickets from Leads (if valid)” box. This will leave any emails in the Leads module with a status of "New," even if the Organization already exists.
2. Require some fields in Admin > Customers - Preferences that emailed leads will not fulfill.

In both cases you can then assign and convert a lead to the correct Organization.